Official Statistics: Tenant Satisfaction Measures 2023/24
Summary
The Regulator of Social Housing has published 2023/24 Tenant Satisfaction Measures for large registered landlords, marking the first year all registered landlords have been required to produce and publish these metrics. The results show generally positive satisfaction levels for low cost rental accommodation, but also highlight weaker performance in complaint handling and lower satisfaction among low cost home ownership residents.
Why it matters
These measures provide surveyors with a useful benchmark for landlord performance, particularly around repairs, safety, fairness and complaints. They also indicate where resident experience and service delivery may be under pressure, which can affect asset management, compliance and housing quality outcomes.
Key points
- First full year of mandatory Tenant Satisfaction Measures for all registered landlords
- Around half a million tenant perception surveys were completed
- Seven in ten LCRA tenants reported satisfaction with overall landlord service
- Complaint handling scored relatively poorly, with a median satisfaction of 35%
- Telephone surveys were the main collection method for 65% of landlords
This is an RPSA summary of a publicly available article. The full content remains with the original publisher.
